Our top government client on the Oomple platform is looking for a professional who can provide Technology Service Desk Analyst Services to join their team for a 12-month contract (Expected Start Date is April 2023; Expected End Date - April 2024). The service provider will be part of a small but highly talented group of individuals that keep the company on the leading edge of technology and state-of-the-art applications. Provides support in their regional and international offices. Adds, moves, and makes changes to support end-user equipment including telephony equipment. Provides problem resolution on software and hardware including audio-visual, video conferencing and mobile services. Works with other IT teams to resolve technology issues and escalates as appropriate.

Please note that this is an onsite opportunity which requires candidates to be available to work 8h work shifts outside core business hours with the primary shift being 8 pm to 4 am EST.

Requirements:

• 2+ years post-secondary program including completion of computer technology courses. Having a college diploma or university degree in the field of computer science or a related field would be considered an asset.
• 5+ year of work experience in a Service Desk or Help Desk environment
• Must be eligible for enhanced reliability status.
• ITIL V3/V4 Certificate (an asset)
• Bilingual – French & English
• Proven technical administration experience in:
• Windows 10 and MAC OS
• Office 2010/2016 and O365
• Active Directory (ActiveRoles Server)
• Exchange and SharePoint
• OneDrive
• Microsoft Teams, WebEx
• Mobile OS - Apple IOS and Android
• ServiceNow, Cherwell, Service Manager, Remedy

Other Skills Required:

• Previous experience with access management to enterprise applications
• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• Create and maintain Knowledge Base articles for end-users and the Technical team
• Ability to clearly communicate over email and phone
• Ensure timely resolution or escalation of incidents and prompt communications of progress to end-users.
• Strong analytical and problem-solving skills
• Related technical experience in an office environment or remotely
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience working in a team-oriented, collaborative environment

Responsibilities:

• Answering Service Desk Calls/Emails and providing follow-up to reported issues
• Daily usage of Service Desk Tool following best practices e.g., resolution steps, and recommendations to users.
• Providing technical support for Microsoft Office, CRM, ERP and telephone systems.
• Support onboarding and off-boarding to the company’s enterprise applications
• Support the rollout of new and existing applications.
• Running reports to analyze common end-user problems.
• Provide educational and support information for the company’s systems through various mediums
• Build relationships with customers both in person and over the phone
• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, O365, networks, smartphones/tablets, AV systems, enterprise applications/systems
• Contribute to team innovation through ideas for process improvement and efficiency
• Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Document all problems and solutions in the Service Desk Tracking System

Take the next step in your career, APPLY for this position now.

Job Type: Fixed term contract
Contract length: 12 months

Salary: From $40.00 per hour

Schedule:

• 8 hour shift

Application question(s):

• How many years of experience do you have in a Service Desk or Help Desk environment?
• To ensure compliance with the requirement to be eligible for Enhanced Reliability status, could you please confirm that you have been living in Canada for a minimum period of 5 years?
• Are you available to work onsite in Ottawa from 8 pm to 4 am?
• Do you speak French?

Work Location: In person

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